Telephony call center with agent work groups

  • US 5,784,452 A
  • Filed: 04/18/1996
  • Issued: 07/21/1998
  • Est. Priority Date: 06/01/1994
  • Status: Expired due to Term
First Claim
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1. A telephony call center management system including:

  • a plurality of agent workstations, each of said plurality of agent work stations for use by an agent;

    at least one agent work group assignor, for assigning an agent from at least one of said plurality of agent workstations to at least one predetermined agent work group;

    at least one agent supervisor workstation, for use by at least one agent supervisor;

    at least one agent supervisor work group assignor, for assigning an agent supervisor at said at least one agent supervisor workstation to supervise said at least one predetermined agent work group;

    a telephony resource server, coupled to said plurality of agent workstations, for handling at least one telephone call over at least one telephone trunk line; and

    a telephony resource server controller, responsive to said assignment of said at least one agent to said predetermined agent work group by said at least one work group assignor and to said assignment of said supervisor to said at least one predetermined agent work group by said at least one agent supervisor work group assignor, for allowing said at least one supervisor to at least view telephony call center statistics on said at least one agent assigned to said at least one predetermined agent work group, and for allowing said agent supervisor at said agent supervisor workstation to assign at least one unassigned agent to said at least one predetermined agent work group to which said agent supervisor is assigned.

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